My user base has been using Incident Management as a de facto bug tracking tool for some time now. They just set an Incident to 'Pending' and when they get around to fixing the bug, they resolve the Incident. This results in Incidents being in 'Pending' for literally years sometimes. Now our senior management would like us to start paying more attention to our Mean Time to Repair statistic, and having Incidents open for a really long time makes that stat less reliable. I also just got a request from someone to add a 'Status Reason' of 'Bug Fix' to the Pending Status, and I said 'I don't think we want to do that'. I don't know where in the ITSM Suite to point her, though for a better bug tracking tool.
Could we use 'Known Errors' in Problem Management as a sort of Bug Tracker? What are other shops doing? We're currently on ITSM 7. Thanks, Ron Legters Tools Administrator Production and Quality Control Univar USA Inc. 425.889.3952 Office 425.889.4111 Fax www.univarusa.com _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
